Hands on Usability Testing (Jonathan Rubin)
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@jonathan_rub in Hands-On Usability Testing Jonathan Rubin UXPA-DC User Experience Intensive Feb. 27, 2013
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Given at the UXPA-DC (User Experience Professionals Association) Feb. 27, 2013 User Experience Intensive, Washington, DC.
Transcript of Hands on Usability Testing (Jonathan Rubin)
@jonathan_rubin
Hands-On Usability Testing
Jonathan RubinUXPA-DC User Experience IntensiveFeb. 27, 2013
Before we begin…
1. What do you already know about usability testing?
2. What do you want to learn today?
Limitations of Opinion
“The accuracy of subjective reports is so poor as to suggest that any introspective access that may exist is not sufficient to produce generally correct or reliable reports.”- R. E. Nisbett and T. D. Wilson, On telling more than we can know: Verbal reports on mental processes, Psychological Review, Vol 84. (1977)
To improve a product…
1. Reliable data is crucial
To improve a product…
1. Reliable data is crucial2. Need to find out user
expectations
Usability =
The ease with which people can employ a particular tool or other human-made object in order to achieve a particular goal - Wikipedia
Usability = 5 E’s
EffectiveEfficientEngaging Error TolerantEasy To Learn- Whitney Quesenbery (2004) ‘Balancing the 5Es: Usability’
Your turn: What sites have these?EffectiveEfficientEngaging Error TolerantEasy To Learn
Usability Testing =
Setting a series of tasks for people to complete and noting any problems they encounter – Andy Budd
What’s involved in a usability test• Participants performing meaningful tasks• Real users – not your BFF• Observers (you or design team)• Recording data for analysis
You can test ANYTHING
• Hand-drawn sketch• Wireframe• Screenshot / JPG• HTML prototype• Live site• Competitor’s site!
Why care about usability?
• Simple errors can lead to big problems• If the customer isn’t happy, nobody’s
happy.• If visitors can’t easily access your info,
why have a site at all?• Casual visitors have a different experience
than those who work with a website every day.
Usability = Good Customer Service
What’s the ROI?
“Spending 10% of your development budget on usability should improve your conversion rate by 83%.”
– Jakob Nielson
What’s the ROI?
• Reduced developer time
What’s the ROI?
• Reduced developer time• Reduced training time
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate• Increased productivity
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate• Increased productivity• PR boost
Your turn: Any usability problems?• Break into groups• Three usability problems you’ve seen• 5 min.
Common usability problems• Too many words• Excessive “insider speak” or jargon• Critical tasks hard to find• Poor navigation• Irrelevant search Results
Launch!
Launch!
Here!
Launch!
Resistance to change
Time
Your boss says:
Know your users, for you are not them
Remember:
Usability testing examines 4 things:• Navigation• Presentation• Content• Interaction
Formal Informal
Recruiting, testing done for you
DIY
Trained Facilitators Facilitators-in-training (i.e. You)
Smaller chance of bias Larger chance of bias
Lengthy to set up + implement
Fast setup, use immediately
Gorgeous Reports Word Templates
Expensive ($5k and up) Cheap / free
Informal Testing, AKA..
• Discount Testing• Quick Testing• Hallway Testing• Guerilla Testing• Rapid Iterative Testing
Hallway test
39
Remuneration (cash and beyond)
• Money • Gift Certificates • Food (think blood drive)• A heartfelt thanks (i.e. nada)
Diminishing returns
Diminishing returnsSweet Spot
Top Tasks – Why they came here
• Order a pizza• Find your contact information• Register for a class• Leave a comment• Get a rate quote• Learn about your services
Active Listening / Think-Aloud Protocol
• Tester does 90% of talking• You = Therapist / Travel Agent• Open Ended Questions (if any)• Non-leading responses – “Thanks for the
feedback!”• Take notes but give attention
Let’s see it in action
• Volunteers?
Team sport51
Let’s do it!
• Break into groups• Create 5 tasks for your site• Test• Debrief about results• Share
